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First Impressions & Telephone Etiquette
Paul Clayton FInstSMM
Training on the line
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First Impressions
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Marketing is expensive! Time &
Money
First Impressions
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First Impressions
It’s not what we say, it’s how we say it!
Treat callers as you would like to be
treat yourself!
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First Impressions
It’s not what we say, it’s how we say it!
Treat callers as you would like to be
treat yourself!The caller is
the most important
person in the world to you at
that moment
So when a prospect calls
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First Impressions
Length of a Standard BT Ring Tone?
ring tone – space – ringtone
3 Seconds!
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First Impressions
Length of a Standard BT Ring Tone?
ring tone – space – ringtone
3 Seconds!3 Rings
That’s nearly 10 seconds
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First Impressions
Inbound
<3 Seconds
Outbound
15 Seconds
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First Impressions
Inbound
<3 Seconds
Outbound
15 Seconds
Grow & protect your brand by everyone
answering the phone with the same
welcome message
Introduce yourself with your first & last
name to show the receiver that you are
accountable
Let them know that you
understand their business
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First Impressions
How many times does your Company’s phone ring before it
is answered?
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* Onetel business
Survey
answer phone……
when calling to place an order!
1st IMPRESSIONS
20% 5
70%
80%
Fill in the gaps in these 3
statements – Answers on
following slide
?
?
??
?
?
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Why Bother?
20% of all callers to businesses hang up after just 5 rings!* Onetel business Survey
7 out of 10 callers hang up when they hear an answer phone………….
Rising to 8 out of 10 when calling to place an order!
1st IMPRESSIONS
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1st IMPRESSIONS
The Greeting
Human
Auto Responder
Voicemail
On Hold
Engaged
Not Answered
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1st IMPRESSIONS
The Greeting
Human
Auto Responder
Voicemail
On Hold
Engaged
Not Answered
The BEST!(Usually)
Only when necessary & keep menus
short Personalise &
change daily at least What does your caller
hear – do you know?
Should NEVER happen - Use an Answering
Service or divert to
Answerphone
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First ImpressionsPlanning Inbound Calls
To Place An OrderCustomers Wanting Information
TimeCostAccounts
Prospects Wanting InformationSuppliers Giving or Wanting FeedbackCustomers ComplainingPressSales
Design a process for answering for
each type of inbound call
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SmileFocusBe in the same roomIgnore distractionsUse InflectionMake the caller feel valuedNo drinking or eating during the conversationNo swearingChildren
First Impressions